国际上用户满意领域研究热点分析——基于共词分析被引量：8

Overseas Research Focus of Customer Satisfaction Based on Co-word Analysis

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摘要利用Web of Science数据库,对国际用户满意领域文献进行收集,并构建高频关键词共词矩阵。首先对关键词进行因子分析,初步确定提取的公共因子个数;其次对关键词进行多维尺度分析,绘制了用户满意研究领域的知识地图;最后深入探讨了用户满意的实证研究、用户满意变量的前因及结果变量研究、用户满意度在用户服务领域的应用研究三大研究热点。 Based on the collection of international literatures on customer satisfaction from Web of Science, this paper constructed the co -word matrix of high-frequency keywords. Firstly, this paper analyzed the keywords with Factor Analysis, and identified the number of common factors initially; Secondly, this paper analyzed the keywords by multimensional scaling analysis, and constructed the knowledge map of customer satisfaction research; Finally, this paper discussed the three major research topics deeply including empirical research of customer satisfaction, the antecedent variables and outcome variables research of customer satisfaction variable, and the applied research of customer satisfaction in the field of user services.

作者皇甫青红幸娅

机构地区南京大学信息管理学院苏州图书馆

出处《情报杂志》 CSSCI 北大核心 2013年第8期120-124,共5页 Journal of Intelligence

关键词知识地图因子分析多维尺度分析用户满意共词矩阵 knowledge map factor analysis multimensional scaling analysis customer satisfaction co-word matrix

分类号 G350.7 [文化科学—情报学]

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